Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/4/25 my car was towed by Clutch Towing for expired registration. The towing isn't the issue, it's everything they've done since then.Timeline--3/4: My car was towed from an apartment building 3/7: I go to Clutch Towing at ***************** to retrieve my car. I'm told that my total is $630 and that I incurred a daily fee of $45. I wasn't given an invoice or any breakdown of why the price was so high. I had no choice but to pay to avoid an extra $45. I asked to pay with my credit card. I was told that the credit card machine was broken and my only option is cash. I had to go to an atm a block away and withdraw $400 (I exceeded the withdrawal limit) then I had to go to the dollar tree across the street to get cashback 3 times (the cashback limit is $50). I had $100 one me that my dad gave me for my birthday. So I went back with $650 total but told them I only had $600. He accepted the $600 cash and when I asked for an itemized receipt I was told I would not be getting one because they gave me a discount. I said fine can I get any kind of receipt even if it's not itemized, he stated that if I text him my email he will email the receipt. My car wasn't even at that location, I had to go all the way back home and come back to pick my car up that night around 8:45pm 3/8: I called Clutch Towing asking for my receipt to be emailed and was told it would be by that night. It wasn't.3/10: I called Clutch Towing asking for my receipt and was told he did not know what I was talking about. I filed a complaint with **** this day 3/11-4/7: Clutch Towing consistently denied that they towed my car and stated that I have no proof 3/8: I retrieved footage from the apartment building and sent it to the DCWP worker showing that Clutch Towing towed my car 5/1: Clutch Towing sends an invoice with my FORGED signature stating that the car was released to me on 3/8/25 for $217.75. I have NEVER seen this invoice until the **** worker sent it to me today and I got my car on 3/7/25.

  Business Response

  Date: 06/10/2025

  Good Afternoon,
  
  Thank you for taking the time to share your experience. We understand how frustrating and upsetting this situation must have been, and we sincerely apologize for any confusion or inconvenience you encountered during the process of retrieving your vehicle. We understand the importance of transparency, proper documentation, and respectful service, and we are committed to resolving any discrepancies. Please feel free to contact us directly so we can further investigate and address this issue appropriately.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is a complete sham with multiple locations that they do not disclose. This address is listed for ********************************* That is not the case, they actually hold on to your car in multiple locations around ******** and do not disclose that until you call. Then when you do call, they tell you the person on the call is not the same person that is in the office. That might have something to do with them having multiple undisclosed locations. Lets get to the person behind the glass. This is one of the most unprofessional companies I have ever seen in my life. There were multiple police reports filed against them for their rude mannerisms and the way they treat customers. They called one woman a "*** *****" and another black man a "****** ****." When recorded for these actions they hit another customer with their gate while they were holding a child, completely knocking the persons shoes off. Lets talk about how they handle cars. They provide you with 0 information about how or why your car is towed or why the costs are what they are. They provide 0 invoices or receipts if you ask them to itemize charges. they give arbitrary amounts and when you try to pay by debit or credit, which they have signage saying you can, their machine is suspiciously down and if you check their reviews over the past 3 years that has apparently always been the case. To summarize that point they charge you amounts you cannot itemize or quantify, and they will not release your car until you do and the only way to complete that process is with cash. That is extortion. This place should not exist and some accountability needs to be had. 125 a day towing charges with 40 dollar day fees should not end up at almost 400 dollars after a day.

  Business Response

  Date: 06/10/2025

  Good Afternoon,
  
  Thank you for taking the time to share your feedback. We understand that you are frustrated and deeply regret that your experience with our company left you feeling this way.
  
  We take all allegations and customer concerns seriously. It is our policy to conduct business in accordance with all local laws and towing regulations, including transparency in pricing, proper documentation, and respectful communication. The behavior and language described in your review are completely unacceptable and do not reflect the standards we hold for our team.
  
  We acknowledge that there may be areas where communication could be improved, and we are actively working to strengthen both internal processes and customer service training.
  
  We welcome the opportunity to investigate your concerns more thoroughly. If you are willing, please contact us directly so we can better understand the specifics of your case and work toward a fair resolution.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This tow truck and company often abuses their power. They stop traffic to ensure their vehicles can move freely and have a very entitled spirit in the community. Most recently, this morning, a tow truck ran a red light while I was driving through my Green signal, almost slamming into the vehicle. This is very upsetting seeing as they often disobey the basic rules and laws on the road provided and set for all drivers. This level of entitlement should be rectified and is unacceptable. We understand that they are doing their job, however, it must be done safely and within their rights. It is very upsetting that on my commute, I have to consistently fear for my safety, driving past a towing yard.

  Business Response

  Date: 06/10/2025

  Good Afternoon,
  
  Thank you for bringing this to our attention. We understand your frustration and sincerely apologize for any confusion or inconvenience you experienced. We take road safety and community concerns very seriously. We are committed to operating responsibly and respectfully within the community. If you're willing to provide additional details, please contact us directly so we can investigate this matter further.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 5, 2024 at approximately 1pm , this corporate entity by the name CLUTCH TOWING *** ,with its agent stole my *************************************************** ******** , with a false claims stated the police officer from the 77th precinct authorize the removal of my vehicle. On October 19 ***** a police report was file to certify this complaints against CLUTCT TOWING *** Fraudulent business practices including theft of personal asset ,without right of use of such asset.

  Business Response

  Date: 06/10/2025

  Good Afternoon,
  
  Thank you for bringing this matter to our attention. We understand how upsetting this experience must have been and take your concerns very seriously. Clutch Towing follows all required procedures in accordance with city regulations, including documentation and authorization protocols. However, if there was any miscommunication or procedural error, we want to understand it fully and address it appropriately. We encourage you to contact us directly so that we can investigate the matter promptly and work toward a resolution.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday January 9, 2025, Clutch Towing Inc. (DCA #*******) towed my car (license plate #******** from ********************************, sometime after 2 PM. I learned of this on January 10 through the 71st PolicePrecinct. I immediately called Clutch Towing using the number provided by the precinct but received no answer. On January 11, my husband called and confirmed they had the car at their lot (*********************************). He was informed the fee was $350 ($250 towing + $100 storage for 2 days) and was told they close at 1 PM. This is an overcharge in violation of the *********************************************** Protection Tow Truck Rates ($125 towing + $25/day storage). My husband arrived at 11:05 AM with my ID, his ID, and proof of registration is available inside the car. He attempted to pay the $350 by credit card, but the employee refused, demanding cash, citing that only I, as the car's registered owner, could pay by card. I arrived at 11:52AM. My husband told me the lot had shut its doors at 11:45 AM, despite claiming earlier they were open until 1 PM (sign outside office stating 4 PM closure). We called the business again, and the employee said they would only reopen if we paid $350 in cash. Other car owners waiting outside shared similar complaints, claiming overcharges, no receipts, and withheld vehicles. We called the police. When officers arrived they said the business appeared closed. They advised us to return Monday. They recommended calling 911 if Clutch Towing refused payment or withheld the car again. We later called 311 and were advised to file a complaint. We are deeply concerned Clutch Towing will overcharge us and demand cash payment or continue using intimidation and deceptive practices including illegally withholding my car or shutting down their doors during business hours to deny my car's release.

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Clutch Towing Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***** *********
  

  Business Response

  Date: 06/10/2025

  Good Afternoon,
  
  Thank you for bringing this matter to our attention. We understand how upsetting this experience must have been and take your concerns very seriously take all allegations seriously and are committed to operating in accordance with local laws and towing regulations. We would appreciate the opportunity to speak with you directly to better understand the situation and work toward a fair resolution. Please contact us directly with your name and any relevant documentation, and a member of our team will follow up with you promptly.

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my car towed and I called the place about my car they said they have and I can collect it on Wednesday. My car was towed on Saturday, the business was closed till Monday! When I go to collect my car they are charging me 450$ when they said 350$ on the phone! And they dont want to give me a recipe.

  Business Response

  Date: 06/10/2025

  Good Afternoon,
  Thank you for bringing this to our attention. We understand your frustration and sincerely apologize for any confusion or inconvenience you experienced.
  Please don’t hesitate to contact us directly so we can review the details, clarify what occurred, and work toward a fair and timely resolution. We take all customer concerns seriously and remain committed to ensuring that every transaction is handled clearly and transparently.

• Initial Complaint

  Date:06/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, June 22, Clutch Towing towed the vehicles of ~***** families, many there for the annual Mermaid Parade event at ************ from a private parking lot. When contacted, the towing company demanded $250 to paid in cash which had to be physically handed over to tow truck drivers in the parking lot before drivers would retrieve your car -- because it was the weekend. This is in spite of a verified Yelp page citing they accept credit cards and are open 24/7 and truck signage. This is also in spite of the posted sign which stated that the Release Fee was $125 + tax with a drop fee of $62.50 + tax. When I asked why the cost of $250, I was told the line "any special equipment needed such as dollys, go jacks additional charges will apply." My car is a 2014 ********** Golf, which to my knowledge does not require additional special equipment.Over the phone, I requested an invoice of the charges, which I was told on the phone said would be given to me once I paid. However, the driver in the car demanded cash payment and offered no receipt or invoice. When requested, he said it would be brought with the vehicle. Instead, when the driver brought back my vehicle, it was left in the street, outside the parking lot, in the middle of traffic during a downpour. The towing truck driver detached my vehicle and began driving away. I ran after the tow truck and asked about the invoice. The driver said that he had no invoice because the office was closed on the weekend, despite 10 minutes ago saying the invoice comes with the vehicle. The driver collected my email address while rolling up the window of his car and drove off while I tried to verify the information. When I called the central office, they said the invoice would be emailed Monday (note: I doubt they collected emails from the ***** other families whose cars they towed). Further, I was told the invoice would not be itemized. I believe I was charged too high and that this business is predatory.

  Business Response

  Date: 06/10/2025

  Good Afternoon,
  
  Thank you for taking the time to share your detailed feedback. We sincerely apologize for the frustration and inconvenience you experienced during the towing and vehicle release process on June 22nd.
  
  We are fully committed to operating transparently, fairly, and in compliance with all local laws and regulations. We recognize how important it is for customers to have clear and accurate information regarding towing fees and accepted payment methods.
  
  Your feedback is invaluable to us as it helps improve our services. Please contact us directly so we could discuss your experience further and work toward a fair and timely resolution.
  
  Thank you again for bringing this matter to our attention. We are committed to earning back your trust.

• Initial Complaint

  Date:04/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They towed the the car from legally placed where the store has the stop for delivery and they made me to pay for them. The store told me that i could stop the car there for picking up but they towed because they want the people to pay them. He didnt gave me his boss number and made me to pay to him.

  Business Response

  Date: 05/17/2024

  Please be advised that the vehicle was found to be illegally parked in a lot which we are contracted with. Our towing company was notified to come pick up the vehicle, which we did. Please be further advised that we had our driver bring it back to her out of courtesy, once we were called instead of making her come to **, we also advised her to cooperate with the parking regulations in the future. Moreover, the customer was charged the legal rate required and mandated by the DCWP.  

• Initial Complaint

  Date:04/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was towed illegally to Clutch Towing, ****************************** on March 3, 2024. Officers from 63rd pct issued violation # ********** which was subsequently dismissed on 3/26/2024 as invalid. Unable to redeem my car until the next day, I had to take an Uber home at a cost of $25. On March 4, 2024 I went to their holding yard address above, where I was presented with a bill for $310.29 for them to return my vehicle. Claiming their credit card machine was "broken" they demanded cash so I could get my car back, but still charged sales tax which will never make it to ***/***. I had no choice but to pay them in cash, so I could get my car released. According to NYC PVB tow should be $185 with $20 storage, they charged $260 and $25 storage.Moreover, they have not updated their address to *************, as the record says they are still on ************** in ********.

  Business Response

  Date: 05/17/2024

  Thank you for bringing the towing incident to our attention. After conducting a thorough review of our records, we can confirm that Clutch Towing Inc. did not tow the vehicle in question. Additionally, the description of the receipt provided does not match the format of our company's receipts.

  
  As a reputable towing service provider, Clutch Towing Inc. adheres strictly to the legal rates mandated by the city of ******** for all our towing services. We prioritize transparency and integrity in all our operations, ensuring fair and reliable service to our community.

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29,2023 my car was towed from the ****** parking lot next to *********** Mall. When I came out of ****** to see my car was gone I immediately called the police, only to find out it was towed by Clutch Towing. Upon calling them they said my car was illegally parked. My car was parked in a parking spot so again I was confused as to what they meant. When I spoke with the polices officers they informed me I should report them because I was in ****** and also when I spoke with one of the people at the town company they could give no information on when they towed my car. They also couldn't justify why they thought I was illegally parked. At the time while I was waiting to go get my car I saw them tow at least five cars. I think they are targeting middle class people who frequent that area. Because you can't provide any proof but you take their cars and then uncharge them over $200. When I asked for anyones name or any information as to an invoice on when or why my car was towed it fell on deaf ears. They also damaged my car and didn't care, *** also reached out to ****** as well because this is unacceptable and unethical. Therefore I would like a refund and payment for damages to my car. *** also contacted local commissioner etc because this is disgusting and they should not be in business. I had to miss working could not be provided any information as to why essentially my car was stolen. Something underhanded is happening. This was the Clutch towing on **************.

  Business Response

  Date: 05/17/2024

  Thank you for reaching out to us regarding your concern. After carefully reviewing the information and receipt you provided, we regret to inform you that we are unable to locate any records associated with your name or the details you mentioned. Additionally, there are discrepancies with the receipt that suggest it may not be from our company.

  
  As a contracted towing service provider for ******, we are the exclusive company authorized to tow vehicles from their premises with the contractor's consent. Based on the provided information, it appears that we did not tow your vehicle.

  
  We are committed to ensuring customer satisfaction and would like to assist you further. If you have any additional questions or concerns, please do not hesitate to contact us. We are here to help.
  Thank you for your understanding.